How to Incorporate Tech-Touch to Scale Outcome-Driven Customer Success

Session Overview

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Optimized customer segmentation and outcome-focused engagements, tailored to customer needs and business goals enable a sustainable Customer Success organization and funding model. In this session by PLG Disrupt, Teresa Anania VP Global Customer Success at Zendesk will explain why now more than ever it is critical to learn pragmatic, actionable methods to build/refine “scaled CS” across all customer segments. Mostly by leveraging key customer insights and omni-channel digital engagement to deliver personalized, outcome-based journeys to drive customer retention, loyalty and growth.

About the Speaker

Teresa Anania

VP Global Customer Success, Zendesk

Teresa Anania is Vice President of Customer Success at Zendesk where she is responsible for the management and development of the company’s global client base, including all customer segments from Enterprise to our smallest customers. Her remit is to ensure Zendesk’s customers are realizing maximum business value across the customer lifecycle and achieving their ROI goals which ensures their renewal and opportunity for expansion.

Prior to Zendesk, Teresa was the Senior Director of Customer Success at Autodesk where she drove both scale and tech-touch engagement across all market segments. Teresa is passionate about developing personalized, outcome-driven experiences that advance customer adoption, retention, loyalty, and lifetime value

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